My agent keeps on predicting inaccurately..
An essential aspect of Jibe is its focus on accurate predictions. These predictions often relate to factors such as:
- Customer satisfaction (whether the customer is satisfied or not).
- Issue resolution (whether the customer's issue is resolved or still pending).
- Agent performance (how well the agent navigates the conversation).
If agents begin to submit inaccurate predictions, it indicates they are no longer meeting the standards expected for their role. This could happen for various reasons, such as:
- Overlooking customer cues (like subtle emotional or verbal cues).
- Not following the correct processes or training guidelines.
- Misinterpreting a customer’s true sentiment or the outcome of an interaction.
- Lack of focus or distractions affecting their decision-making.
When inaccurate predictions are repeatedly submitted, it suggests the agent's proficiency has dropped, and as a result, they fall out of Jibe status. This means they no longer meet the required level of performance and may not be as reliable in their assessments or decisions.
Re-Coaching Requirement:
Once an agent falls out of Jibe status, it becomes essential to provide a Jibe Session. Jibe Sessions are the process of guiding the agent back to a higher level of performance. Here’s what a Jibe Session typically involves:
- Identifying the Root Causes: Through analysis and feedback, supervisors or trainers will work to understand why the agent’s predictions have become inaccurate. It might involve reviewing specific interactions or pinpointing areas where the agent might be misunderstanding cues or making errors directly through the agent's Jibe dashboard.
- Providing Targeted Feedback: Supervisors or mentors will offer constructive feedback, pointing out areas that need improvement and explaining why certain predictions may have been incorrect. This could involve discussing how to better interpret customer sentiment or how to follow specific rules for issue resolution.
- Revisiting Training Materials: Jibe Sessions might include revisiting parts of the original training or even exploring additional resources. This could mean extra practice on predicting customer satisfaction, learning more about handling challenging customer situations, or reinforcing the principles behind accurate predictions.
- Hands-on Practice: In some cases, agents may be asked to participate in practice sessions or shadow more experienced agents to improve their skills. They might also practice making predictions based on real scenarios, with support to ensure they're applying their learning correctly.
- Continuous Monitoring and Support: Following Jibe Sessions, agents will typically have their performance monitored closely for a while. If their predictions improve and they meet the expected standards again, they can return to Jibe status. Continuous feedback helps ensure they stay on track.
Video link - Jibe Sessions